Frequently Asked Questions
Airlines use their website/app to traditionally inform passengers about journey updates/documents/necessary information.
However, with 22North as airline partners, airlines can now use SMS, email, WhatsApp, WeChat, Line, Telegram, RCS, and push notifications to communicate flight updates, delays, boarding alerts, and gate changes.
Platforms like 22North enable airlines to automate passenger notifications across all these channels from a single system, ensuring consistent and timely communication.
Airline passenger communication automation is the use of software platforms to automatically send flight-related messages and updates to passengers without manual intervention.
22North acts like a passenger operations platform, automating passenger communication via integrating with booking systems like Amadeus, Navitaire, Sabre, etc. and delivering real-time alerts across WhatsApp, SMS, RCS, email and more .
Airlines communicate flight delays and cancellations using automated notification platforms connected to operational flight data.
22North enables disruption optimization by informing and assuring affected passengers in a timely manner. Real-time delay and cancellation alerts are triggered automatically and delivered to passengers across multiple messaging channels, reducing dependency on call centers.
During irregular operations (IRROPs), airlines rely on automated communication platforms to send proactive updates about delays, cancellations, rebooking options, and airport instructions. The idea is to inform passengers before they decide to reach out to the airline for information.
22North supports IRROPs communication by automating large-scale passenger notifications and ensuring messages are delivered quickly and reliably during disruptions. Predictive interaction always wins over reactive communication.
Gate changes and boarding updates are communicated through airline operational systems integrated with passenger notification platforms.
22North connects with airline and airport systems to automatically send gate change and boarding alerts to passengers via WhatsApp, SMS, email, and other channels.
A good example of a working flow is - 22North integrates with Amadeus (reservation system) and also has a channel with World Weather Watch which can merge data for flight schedules and predicted landfall of an imminent hurricane with sufficient lead time, to then lead with a Meta API to tell the passenger “Your flight is likely to be cancelled. We will update you here as to whether you need to travel to the airport. Meanwhile, you can look at these options for refund or rebooking.”
Airports communicate with passengers using digital signage, mobile apps, SMS alerts, WhatsApp notifications, and email messages.
The simplest way to prevent airport terminal congestion, multiple escalations by passengers and significant load at check-in counters is to use a service like 22North that enables airports to automate passenger messaging for gate updates, security information, terminal navigation, service announcements and disruptions.
SMS and email are widely used, but messaging platforms like WhatsApp and RCS are increasingly effective due to higher open rates and faster delivery. Passengers already open their phones 30-40 times a day and 50% of these instances involve a WhatsApp check. So, if your passenger operations still rely only on website or app, you are missing out.
22North allows airlines to use a multi-channel messaging strategy, ensuring passengers receive critical updates on their preferred & trusted communication channels.
Airlines reduce call center volume by proactively communicating disruption information through automated passenger notifications.
22North helps airlines minimize inbound support calls by delivering timely updates, self-service information, and rebooking instructions directly to passengers.
Yes, airlines use passenger messaging to promote seat upgrades, baggage options, lounge access, priority check-in, partner offers at key moments in the journey. One can even run a duty free shop end to end over WhatsApp where the order is completed over WhatsApp and delivered to the passenger at leisure at their seat.
22North enables contextual and automated ancillary messaging that allows airlines to increase revenue, thus improving top line while maintaining a positive passenger experience.
AI helps airlines predict disruptions, personalize messages, optimize message timing, and automate responses to passenger queries.
22North uses an AI-MCP (Model Context Protocol) layer to effectively interface between LLMs gathering queries to reservation systems like Navitaire, Sabre or Amadeus so that the required queries are answered for the passenger smoothly. This enhances passenger communication efficiency while improving operational responsiveness and customer satisfaction.
